Sr. Manager, Field Service

Recruiter
Tesla
Location
Fremont, California
Salary
Competitive
Posted
13 Oct 2018
Closes
18 Nov 2018
Ref
73088
Sector
Engineering
Category
Management
Contract Type
Permanent
Hours
Full Time
The Role

Tesla is looking for an experienced Manager Service Operations, based in Fremont, CA to lead and expand the service operations for the energy products as well as the EV infrastructure network, being actively deployed in North America. The manager will ensure execution and continued development of the organization, capabilities, processes, systems, and reporting to ensure excellent customer service support for Tesla products. As this is a growing division within the company, this individual will work cross-functionally to improve the end-to-end process for Tesla Operations and continuously refine this over time.

Responsibilities
  • Lead and manage a best-in-class Field Service regional organization
  • Maintain sites and expansion within the region to achieve industry leading uptime targets in the most cost-effective manner
  • Responsible, together with the operations leadership team, for the creation, delivery, efficiency, and productivity of the Service programs in the field, both directly and with select partners
  • Continually develop and implement new processes and tools together with support teams to improve customer experience and operational productivity throughout the region
  • Responsible for the day to day operations in North America, including managing proactive and reactive maintenance, arranging resources to achieve goals and monitoring progress
  • Work closely with the support teams to determine and continue to improve the most effective spare parts supply chain management strategy for the region
  • Provide thought leadership and input for all relevant training & development programs for both internal team members and relevant partners
  • Control overall regional spend and continuously propose cost effective solutions
  • Perform other related duties as required


Requirements
  • BS Degree in either Engineering (Mechanical, Industrial, Electrical, Mechatronics) or equivalent experience professional experience
  • Minimum of 5-8 years of relevant work experience, 3 of these in a senior management role
  • Proven track record of highly effective team leadership
  • Exceptional communication abilities across all facets of an organization (senior leadership, peers, and teams)
  • Previous experience in establishing and scaling a highly successful service/operations & maintenance organization
  • Knowledge of methods, techniques, parts, tools and materials used in the maintenance and repair of power systems including testing, diagnosis, HVAC service, inverters and repair of electronic systems and photovoltaic modules a plus
  • Knowledge and experience using scan tools, development, following diagnostics and operating diagnostic equipment
  • Strong analytical problem solving skills and hands-on experience with hardware, tools, instruments, and protocol analysis.
  • Knowledge of EV charging infrastructure and power generation equipment and servicing methods
  • Fluent spoken and written English required, additional languages (such as Spanish) are a plus

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